FrontPoint Security Solutions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The person who responded to me from the company refused to address my complaint properly, and only succeeded in further angering and frustrating me.The only reason the company is no longer contacting me is that my landlady capitulated and paid them them for a the remainder of a contract that neither she nor I remember signing, and that they have not been able to produce. I did not want to continue paying the company money for a service that I could not use because they consistently failed to get in touch with me when my security system went off and instead kept contacting my landlady, who lives in another state.  A company who can't manage to get either my email address or phone number right has no business guarding my safety.I will not feel that this complaint is resolved until my landlady gets her money refunded.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The account of event is "INACCURATE"  I did not request at any point or to anyone to "stop calling me" due to the seriousness life threatening situation of paying for a service to a company who is untrustworthy. Their response and lack of accountability was so crass that after 8 years decided to cancel the contract. Their response confirms my statement.
Regards,
[redacted]

Good Morning,
We want to make sure every customer has an excellent experience with us, which is why this customer’s complaint is being taken very seriously....

 
On 8/17/2015  Frontpoint cancelled this customer's initial order and submitted a credit request for all charges this customer made. The credit request was then approved for the customer’s initial payment of $319.90.
Generally, these credits show up in the customer’s bank account within 5-9 business days and we encourage the customer to check their account to ensure they have received their refund as we have completed the request on our end.
Thank you, and please don't hesitate to reach out with any question or concerns.
Best,
Frontpoint

Good Morning,
We want to make sure every customer has an
excellent experience with us, which is why this customer’s complaint is being
taken very seriously.  
On 9/15/2015 Frontpoint processed this customer’s
return and submitted a credit request for all charges this customer...

made.
Frontpoint then approved the credit request
for an equipment charge totaling $101.93.
On 9/17/2015 One of our Support Supervisors
was able to speak with this customer and address their concerns.
On 9/18/2015 Frontpoint submitted a credit
request for the interest that this customer’s credit card incurred.  An email was also sent to the customer ensuring
that their account had been cancelled and that all obligations for returning
the system and closing their account have been completed.
On 9/21/2015 Frontpoint approved the credit
request for the interest incurred totaling $2.00.
On 9/23/2015- Our Support Supervisor attempted
to reach out to the customer to confirm that the credits did show up in the customer’s
bank account.
As of present, we have not heard from this
customer since our inquiry on 9/23/2015.
We encourage the customer to check their
account to ensure they have received their refund as we have completed the
request on our end.
Thank you, and please don't hesitate to reach
out with any question or concerns.
Best,
Frontpoint

Good design and easy to install!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:As I indicated to the business in response to their email of May 23rd, that I would take the service refund that they spontainiously offered but, by this response from them is stating that I did not have complete service, which conflicts with thier original response and further indicates that I spent excess time troubleshooting their equipment. This conflicts with the businesses original statement to the Revdex.com that I refused to troubleshoot and further validates my claim that the equipment is faulty and request for a full equipment refund. It was further stated to the business in my response that, based on there logic, in addition to equipment perhaps I am also due additional months of service refund for lack of coverage. A full refund of equipment purchase is the setlement requested and requiered. Regards,
[redacted]

Good
Morning,
Frontpoint is
dedicated to making sure each customer is taken care of which is why we are
taking this customer’s rejection with the utmost seriousness.
On 9/18/2017
Frontpoint received this customer’s rejection and our Support Supervisor reached
out to discuss this customer's concerns via email.
On
9/22/2017 Our Support Supervisor was able to speak with this customer in
regards to the cancellation of their system. Our Supervisor offered to lower
this customer’s early termination fee of $503.89 to $150. The customer accepted
this offer.
At this time,
this customer’s account has been charged $150 and is set to be cancelled on
9/30/2017.
Thank
you and please don’t hesitate to reach out to us with any questions or
concerns.
Best,
Frontpoint

Frontpoint is Class A in Customer Service. Quick with notification and follow up call to ensure my familys safety, old ADT customer who never looked back!!!

Good Afternoon,
We want to make sure every customer has an
excellent experience with us, which is why this customer’s complaint is being
taken very seriously.  
On 4/13/2016 One of our Support...

Supervisors attempted
to contact the customer to address their concerns in regards to their refund though
was unsuccessful. A voicemail was left and an email was sent.
In addition to contacting the customer, Frontpoint then approved
the credit request for the customer’s full system return totaling $220.00.
On 4/15/2016 Our Supervisor made a
second attempt to contact the customer to follow up on their refund though was unsuccessful.
A voicemail was left and an email was sent.
On 4/18/2016 Our Supervisor made a
third attempt to contact the customer to follow up on their refund though was unsuccessful.
A voicemail was left and an email was sent.
On 4/19/2015 Our Supervisor made a
fourth attempt to contact the customer to follow up on their refund though was unsuccessful.
A voicemail was left and an email was sent.
At this time, Frontpoint has not heard back from this
customer. Refunds generally show up in the customer’s bank account within 5-9
business days and we encourage the customer to check their account to ensure
they have received their refund as we have completed the request on our end.
Thank you, and please don't hesitate to reach
out with any question or concerns.
Best,
Frontpoint

My Frontpoint service is wonderful. They've never failed to monitor my system and sent me a replacement battery within days at no charge. Best value and company around.

Good Afternoon,
 We want to make sure every customer has an excellent
experience with us, which is why this customer’s complaint is being taken very
seriously.
 On 5/10/2017 A Support Supervisor reached out to the
customer after receiving their complaint and discussed the status...

of their
refunds. The Supervisor offered to research the status of all promised refunds
to determine the correct amount that would be issued to the customer. In
addition, our Supervisor offered to follow up via email with a breakdown and a
finalized dollar amount. 
 On 5/19/2017 Frontpoint sent an email to this customer with
a full breakdown of the charges that would be refunded to the customer.
 As of 5/19/2017, a refund has been submitted and approved
for all charges this customer has incurred. The refunds include monthly
monitoring charges totaling $99.98, and equipment charges totaling $2,661.72.
This customer will receive a total refund amount of $2761.70.  
 
Thank you and please don’t hesitate to reach out to us with
any questions or concerns.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 10839720
I am rejecting this response because:The company is portraying themselves as being the good guys here and I am not going to waste my time reading this in detail. It is a fraudulent misrepresentation and manipulation of the facts, and an attempt to hide their bullying behavior.  I have responded to them on multiple occasions. I have nearly canceled my bank account and permanently closed my email account in an attempt to avoid harrassment from them because despite canceling the account I continue to get threats of collection action via email, phone and mail.
I canceled in writing and communicated that multiple times. They played games in an effort to ignore that fact. I am now done with them. They will have to send me by mail a return label and can send me a refund by mail because they will never have access to my bank account again.
Regards,
[redacted]

Once received the equipment followup was excellent. Service has been excellent also.

Had a problem with my system called front point up the gentleman helped me with it and sent me a new battery for my console and also told me how to install it be we just moved into a new house that has front point and was left with no instructions from previous owner. Thank you Froint point for your help and people willing to yelp

I can't comment on the product because I never actually installed or used, but can comment on Frontpoint's customer service, which is nothing sort of terrible.
When I called in to discuss my needs with a customer service rep, they made their pricing, plans, and equipment sound very appealing and even offered a trial period in which I could return the equipment for a refund if not satisfied. I explained that I was moving in a couple of weeks and that the equipment and service would be for the new home. They offered me a "free" month of service to go ahead and commit.
First, they sent the equipment to the new address, not the address where I was living, which was something I went over with them in detail. No one was living in the new address at all, so I complained and they resent the equipment to the address I was living in. Then, October 1st came, my "free" month, and I was charged the monthly fee. They were supposed to take care of it but as of yet I still have the charge on my credit card.
Unbeknownst to me, security systems have to be registered in certain towns, mine included, so I had to delay install to get it registered. The reason I wasn't informed of this in advance, is because Frontpoint had my shipping address entered as my service address. Frontpoint "assisted" me in registering by sending me misinformation-the wrong forms for a totally different location than where I live or where the equipment had been shipped. When I complained, they sent me a rude email about how this was my responsibility. After all the miscommunication without even having opened the box, I decided to go ahead and return everything. They have continued billing me the monthly fee and still haven't refunded me for the equipment or the "free" month of October.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have returned the equipment and my money has not been refunded.
Regards,
[redacted]

Good Afternoon,
We want to make sure every customer has an excellent
experience with us, which is why this customer’s complaint is being taken very
seriously. 
On 4/19/2017 One of our Support Supervisors spoke with this
customer regarding unauthorized charges to their card. Our...

Supervisor offered
to look into this situation further. 
After an internal investigation, it was discovered that the
customer’s card was attached to another customer’s account. Frontpoint
contacted this customer and explained that due to Frontpoint’s account security
measures, a passcode would be required to make any billing changes. Due to
these parameters, our Support Supervisor advised the customer that there would
need to be a follow-up with Frontpoint’s legal department to determine the best
course of action for this situation. The Supervisor also offered email
follow-up once clarification was received.
On 4/20/2017 Our Support Supervisor reached out to the
customer, via email, and explained that since they could not provide the
passcode for the account in question, the customer would need to reach out to
their financial institution regarding the fraud that has occurred with their card.
 As of 4/26 the customer has not responded to the email sent. 
Thank you and please don’t hesitate to reach out to us with
any questions or concerns.Best,Frontpoint

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Good Afternoon,We want to make sure every customer has an
excellent experience with us, which is why this customer’s complaint is being
taken very seriously.On 6/15/2016 One of our Account Specialist spoke
with the customer about the return of their system. Our Account Specialist
assisted the...

customer in the return process and assured the customer that their
account would cancelled and would be refunded their full purchase cost of $262.93 On 6/16/2016 The customer contacted our Support
Team, via email, as he was charged for his 1st month of service. It
was stated that they were unable to send the system back. One of our Account
Specialist responded and let the customer know of that once we receive the
system, he will be refunded $44.99 for his first month of service as well.As the customer does not reside in the US, our
Account Specialist also emailed instructions for our International Return
process.On 6/17/2016 One of our Support Supervisors
reached out to the customer to assist them in the international return process.
The customer had begun the return and our Support Supervisor reassured the
shipment will be tracked and he will be refunded $307.92, the cost for their
full system and 1st month of service. The customer then stated they
were satisfied with the resolution and will be awaiting their refund.Thank you and please don’t hesitate to reach out
to us with any questions or concerns.Best,Frontpoint

[redacted]  [redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
[redacted]
[redacted]